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Unable to open PDF attachment in Outlook email in Release 24.xxx.xxxx

Community Beginner ,
Apr 04, 2024 Apr 04, 2024

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Adobe Commuity thank you for reading.  I can use your collective assistance with this issue.
We utilize Office 365 Enterprise along with Acrobat Reader DC. Initially, we were using 
AcroRdrDC2300820555_en_US.exe. However, when AcroRdrDC2400120604_en_US.exe was released, our users encountered difficulties opening PDF email attachments by double-clicking the PDF within the email. Despite waiting for the subsequent release, AcroRdrDC2400120643_en_US.exe, the issue persisted. Ultimately, we reverted to AcroRdrDC2300820555_en_US.exe, and the problem no longer occurs.
With Reader 24 - Double click the pdf attachment in the email. Acrobat reader opens freezes and then after a while it crashes.
With Reader 23 - Double click the pdf attachment in the email. Acrobat reader opens and pdf opens.

 

Event log:
Faulting application name: AcroRd32.exe, version: 24.1.20643.0, time stamp: 0x660890ed
Faulting module name: ntdll.dll, version: 10.0.19041.3996, time stamp: 0x9b4c0fa6
Exception code: 0xc0000005
Fault offset: 0x00044b9e
Faulting process id: 0x624c
Faulting application start time: 0x01da86a19589b993
Faulting application path: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exe
Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll
Report Id: b49a8110-cc30-47d7-8134-641ff2792838
Faulting package full name:
Faulting package-relative application ID:

Is anyone else seeing this?  The PDF will open all the time if the attachment is saved to my home drive or desktop.  

TOPICS
Crash or freeze , General troubleshooting , Windows

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correct answers 1 Correct answer

Adobe Employee , Apr 08, 2024 Apr 08, 2024

Hi peterd30743036,

 

Thank you for reaching out.

 

As the application crashes wen opening PDF from email attachment in Outlook, please try repairing the installation. 

Use the troubleshooting steps suggested in the following help document: https://adobe.ly/3TS1hdm

 

If the above suggestion does not work, try reinstalling the application using the following steps:
Remove the application and run the cleaner tool (https://adobe.ly/43XuR64).
Reboot the machine
Install Adobe Acrobat Reader from the f

...

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Adobe Employee ,
Apr 08, 2024 Apr 08, 2024

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Hi peterd30743036,

 

Thank you for reaching out.

 

As the application crashes wen opening PDF from email attachment in Outlook, please try repairing the installation. 

Use the troubleshooting steps suggested in the following help document: https://adobe.ly/3TS1hdm

 

If the above suggestion does not work, try reinstalling the application using the following steps:
Remove the application and run the cleaner tool (https://adobe.ly/43XuR64).
Reboot the machine
Install Adobe Acrobat Reader from the following page: https://adobe.ly/3TNXdL9.

 

If the issue still occurs, share the crash logs using the steps suggested here: https://adobe.ly/3xA1KcE.

 

Let us know how it goes.

 

Thanks,

Meenakshi

 

 

Marking a reply or response “Correct” will help future users with the same issue quickly identify the correct answer.

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Community Beginner ,
Apr 08, 2024 Apr 08, 2024

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Good Morning all, 
Another Engineer took at look at this and disabled our Profile Management software and Reader worked for version 24.x
So now that group is looking at the changes they need, so our users will be happy again.

Thanks all for reading and the input provided.

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New Here ,
Apr 17, 2024 Apr 17, 2024

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Hi peter,

 

i have similar problems for 6 weeks now. Citrix VDI Environment, we use FSLlogix for our profile management. Constant crashes with Event ID 1000 in the Event Viewer, same error message as yours.

 

you said that you "disabled" the profile management software? how? disabling fslogix would result in a ton of other issues and problems. so what exactly did you do?

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Community Beginner ,
Apr 17, 2024 Apr 17, 2024

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LATEST

We use Ivanti for User Personalization.  I was told they removed/excluded Adobe Reader from personalization.

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